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Decisions of the Government of the Russian Federation of 07/06/2020 No. 991, the procedure for the return of funds under air transportation agreements More
Flight Delay Service

Flight Delay Service

In accordance with paragraph 99 of the General Rules for the Air Transport of Passengers, Baggage, Cargo and Requirements for Serving Passengers, Shippers, Consignees (approved by Order of the Ministry of Transport of the Russian Federation No. 82 of June 28, 2007) during a break in transportation due to the fault of the carrier, and also in case of flight delay, flight cancellation due to adverse weather conditions, for technical and other reasons, the carrier must arrange for the change of the transportation route for passengers at the departure points and at intermediate points following s services:

  • provision of mother and child rooms to a passenger with a child under the age of seven;
  • two phone calls or two e-mails when waiting for the departure of the flight for more than two hours;
  • providing soft drinks while waiting for departure for more than two hours;
  • providing hot meals while waiting for the departure of the flight for more than four hours and then every six hours - in the daytime and every eight hours - at night;
  • Accommodation at the hotel, while waiting for the flight departure, for more than eight hours - during the day and more than six hours - at night;
  • delivery by transport from the airport to the hotel and back in those cases when the hotel is provided at no additional charge;
  • organization of luggage storage.

These services are provided at no extra charge to passengers of not only scheduled, but also charter flights. The airline provides passengers with service until the moment when it can carry out the transportation of the passenger along the route indicated on the ticket.

In the event of a flight cancellation or a change in the route of carriage, the Carrier must arrange:

  • informing passengers about changes in air transportation conditions;
  • delivery of passengers to the destination airport;
  • refund of the cost of all or partially used transportation in case of passenger's refusal of transportation in accordance with the rules of the applied tariff without withholding fees and penalties;
  • ground passenger service for the provision of services. Provision of services according to FAP-82 (see above).

In case of interruption in transportation due to the fault of the Carrier, in case of flight delay (flight delay) due to technical and other reasons, the Carrier is obliged to arrange for passengers:

  • informing passengers about changes in air transportation conditions;
  • refund of the cost of all or partially used transportation in case of passenger's refusal of transportation in accordance with the rules of the applied tariff without withholding fees and penalties;
  • ground passenger service for the provision of services. the provision of services according to FAP-82 (see above).

In the event of a malfunction, the Ground Handling of Passengers at the Carrier’s expense is provided only to passengers with valid tickets with a confirmed booking for a flight, as well as to passengers who did not have a confirmed booking, but were accepted for transportation.

The provision of ground passenger services at the Koltsovo base airport will be organized by the specialists of the Organization for the Control and Ground Handling of Passengers and Baggage , and at other airports - by the airline representative or service organization in accordance with the current agreement.

The night time of the day is the period from 22:00 hours to 06:00 hours of the next day.